Returns & Refunds


SECTION  1 Introduction

We strive for customer satisfaction- your rights to return items (“return”) are covered by our Returns Policy addressed below. Your statutory rights are protected at all times.


SECTION 2  Returns

Can I return items and get a refund?

Whilst we hope you will be delighted with your purchase we recognise that at times you might want to return an item. We are therefore happy for you to return most items (see below for exceptions) within 14 days from the date you received it. If you choose to return the item it must be received by us no later than 14 days from the date it was delivered to you, So please factor in delivery times when sending anything back to us, otherwise we may not be able to refund you.



SECTION 3   Condition of Items returned.

What condition must the returned item(s) be in?                                                                        The returned item must be in a condition that allows us to restock and sell it as a brand new perfect item immediately. Any returned Item/s must be sent back in its original, “as new”, unworn condition, free of any odour or stains (i.e. makeup/fake tan etc ) and in its original packaging/box with all tags and labels intact and undamaged.

If an item has been tampered with or not returned to us in accordance with this Section the return may not be accepted and you will be notified by email within 7 days of receipt of the item being delivered to us.

Where your return is not accepted by uswe will pay to return this to you at our own cost. 

Coats and jackets (goods over £100) will always include a anti-return ribbon, if this ribbon is removed or tampered with- a refund will be denied. 


SECTION  4  Exceptions

  There are some items that cannot be returned including;

  1. Items that have been used worn, altered, damaged, marked, or where the original packaging/box, tabs and labels have been removed or damaged.
  2. For reasons of hygiene items such as underwear, swimwear or for any item that has a hygiene seal”, this includes slippers.
  3. Any item that is pre-ordered( not a stock item), personalised, custom made or ordered to your specific requirement or is not a stock item or size, or where the item/s was purchased in a reduced price Sale or promotion. (It should be noted that pre-ordered” items are made to order).

 To find out whether your item is a pre-order or a sale item, please refer to your invoice. Sale items usually include a sticker on the invoice to confirm this exception. Pre-orders take up to 2-3 weeks- refer to page (PRE-ORDER) for more information regarding pre-orders.

 Sale items are strictly exchange only. A sale item will show as a price deduction e.g. was £50 now £30.  


Section 5. Exchanges and Credit Notes

Where you seek to return an item when you are not automatically entitled to a refund, there may be circumstances where will offer either an exchange or credit note as follows;

  1. Where the item you wish to return waspre-ordered”. However, subject to the item being returned within 14 days in accordance with Section 2 & 3 above, above we will provide you with a credit note only. Please bear this in mind before ordering.Credit notes must be used within 12 months from the date of issue. Credit notes have no cash value.   
  1. At our discretion in other situations.
  2. We offer FREE exchange for all customers - we send the exchange out free of charge, simply just state this on your returns form if you would like this. 


SECTION 6. How to return an item.

To return an item, follow the instructions on the “Returns Form (provided inside your package) and include all relevant information e.g. name, order number & reason for return. Failure to include such information may result in your return being denied, depending on the date we identify the parcel. We may provide an alternative solution, we work on a case-to-case basis. 

Name, order number and reason for return should be included in your request to return, to allow it to be processed effectively. Please return the parcel to us via a signed for postal method so as to ensure that it arrives within 14 days from the date you received your item(s) *receipt*. 


Please note, it is your responsibility to ensure that your return is tracked and in the event that you cannot provide proof of the return, we are at liberty to decline your request for a return. Please use only Royal Mail Delivery as other couriers do not deliver to us- do not use HERMES, UPS, OR ANY COURIERS OTHER THAN Royal Mail. 

Customers are also urged to RETAIN proof of postage as we are not responsible for returns lost in the post.


SECTION 7. Refunds

When we receive the return we will message you to confirm the refund / credit note information within 10-15 working days from receipt, you will receive email confirmation of this. Then - the refund process via the bank usually takes 5-7 days to process via card and can be even quicker with PayPal. 

All refunds will be made using the method of payment when the order was placed. For example if the purchase was made by debit or credit card the refund will only be made back to the card which was used for payment - this cannot be changed. 



Return Postage/Shipping Costs

We're unable to and are not obliged to cover return postage/shipping costs. As a small business we are unable to absorb these additional costs. 

Where we agree to refund or provide an exchange any item, you will be responsible for the postage/shipping costs in both directions and the exchange only be sent out once this has been paid OR the credit note has been used.

If the item is faulty, we will however reimburse the cost of second class signed for postage via Royal Mail, we will incur the cost of up to £2.75 and no more, please ensure your return is returned via this service only.

In the case of an international delivery return, CARAMELLA is not responsible for return postage under any circumstance. By law, we have the right to refute this. If we receive a return back, we can also exercise the right to charge the full amount of shipping we paid as a company, as parcel prices can vary depending on location, size and weight of the parcel in question. 






Faulty/imperfect items 

In the rare event that you do receive an imperfect or faulty item please do contact us at your earliest convenience as we pride ourselves on our customer service and quality of our products. In such an event, we prefer to remedy the situation on a case-by-case basis to ensure the best customer service and your overall satisfaction. Your statutory rights remain intact at all times.



 Contact Details 

Our address for correspondence is:


C4 Brook Way, 

Prenton, Merseyside

North Cheshire Trading Estate

CH43 3DT

Telephone No: 03330154040

All customer service is handled via email: 


Please only attend once you have received a pick up text to confirm your order is ready.  

Pick ups follow an alternate set of terms and conditions to online sales- please disregard online T&Cs if you ordered for pick up, as these do not apply. All pick ups must be collected within 7 days of ordering, we will only hold your order for 7 days, if for any reason you can not make it- please pop us an email and we can extend this period.

Once the pick up is ordered, the order will be packaged in complimentary gift packaging and the customer will receive a text as too when the order is ready to collect. Our opening hours are 10-4 Monday - Friday and may vary on Saturday, please check the text confirmation to confirm this.

What if my item is unsuitable?

If your item is unsuitable, you have 14 days to return from *date of order* - not pick up date. This is due to the nature of the sale and the pick up element to the transaction. Your statutory rights remain protected, the nature of the order differs to online sales where the item is delivered via courier.

The 14 day period is still intact, in line with the consumer contract regulations.

The item(s) returned must be in unworn condition with the tags intact and the gift wrap returned and undamaged. During COVID-19 we may request that the order is returned to us via courier service (Royal Mail) - In this case please include the gift bag inside the package or a charge of £2.50 will be deducted from your order to cover the cost of this. 

For any help regarding pick ups please email the team on: - we will happy to assist.

When you purchase from CARAMELLA, you are acknowledging that you accept the Terms & Conditions incorporating these Returns Policy, please read thoroughly before purchasing!


Lots of love, CARAMELLA